海淘DR发错货,成功讨回10刀~附邮件范本~

海淘DR发错货,成功讨回10刀~附邮件范本~


简述事件过程哈:

    我在DR家2月15日全场8折的时候,看到早就想买的lansinoh的储奶袋100个带冰包(100ea with cooler),8折后价格17.51刀,就下单了。在风行的库房放了一阵后转运回国,3月15日收货。收到后发现怎么没有冰包,马上登陆DR看order记录,神奇的是我买的储奶袋变成了不带冰包的(100ea)。宝爸还说我下单下二乎了,我觉得不对劲,当时就是看着有冰包才立马下单的,又查看了邮箱,确实没下错,就是100ea with cooler。但是从邮箱的产品链接进去,产品就变了,就变成不带冰包的了。马上想联系DR,刚开始还犹豫呢,距离下单都一个月了,DR能管吗,后来一合计,先发邮件试试,能要回点损失更好,要不回来就算了。马上着手开始写邮件,多年的英语早就扔了,没办法,搜个差不多的,自己再改改。

订单邮件中的产品信息:

冰包.jpg 

现在查阅DR家历史订单中的产品信息:
不带冰包.jpg 


具体讨回损失步骤:
1.登陆DR家,在网页上help中反应问题,内容大家可以参考下:


help.jpg 

点进去后选择ask a question

dr家自己的.jpg 


Dear Sir/Madam, 
I placed an order #: (订单号) 2/15/2013 at 9:17pm.
But I received ‘Lansinoh Breastmilk Storage Bags 100 ea’(收到的错误商品) instead of my original request ‘Lansinoh Breastmilk Storage Bags with Cooler -100 ea’(购买的商品).I comfirmed the email of the Order(订单号)Confirmation again,my original request Lansinoh Breastmilk Storage Bags with Cooler -100 ea(购买的商品). I am sure that you guy send me the wrong items. Please help to check the shipping record on your side and advise how should you would like to deal with this error, resend a new to me or refund.....
Could you pls. kindly check it and awaiting for your soonest reply. Thanks!

 

大意就是,我买的是A,你们发货是B,我再次确认了订单邮件,我买的确实是A.我确信是你们发错货了,请你们重新确认,然后告诉我你们想怎么解决这个问题,重新发给我个新的还是退款。

2.收到邮件。是DR家客户中心发过来的。customercare@drugstore.com

意思就是我买的东西本身就是不带冰包的,他们发的是对的,然后下面贴了个产品链接。

刚才我也说了,现在产品链接指向的就是不带冰包的,而且现在货架上也没有带冰包的东西。
这么解决,哪能满意,马上再发个邮件,顺便转发当时的订单邮件,证明一下。

3.结果,灰暗了,回复过去之后,收到一个自动回复邮件。

4.都折腾了这么半天,哪能放弃,马上又写了一封邮件,给Drugstore@drugstore.com.没工夫也没水平新写邮件,就把原来的改了改,再把原来的订单邮件转发了下。邮件内容如下:

Dear Sir/Madam, 
I placed an order #: (订单号) 2/15/2013 at 9:17pm.


But I received ‘Lansinoh Breastmilk Storage Bags 100 ea’(收到的错误商品) instead of my original request ‘Lansinoh Breastmilk Storage Bags with Cooler -100 ea’(购买的商品). Please see below email  for your refference,the email is the order details for  #:(订单号).I am sure that you guy send me the wrong items. Please help to check the shipping record on your side and advise how should you would like to deal with this error, resend a new to me or refund.....thank you,
 

意思和第一个差不多,就是加了一句,请看下面的转发的邮件,是订单详情。
 

5.收到回复,灰暗了。
 

In response to your email ,after reviewing your order it does not appear as though we have sent you the wrong product. The product you ordered was the Lansinoh Breastmilk Storage Bags. Unfortunately I was not able to find anywhere that it mentioned a cooler was included. It appears as though the product you ordered was not the one with a cooler. We apologize for the confusion this may have caused you.

Sincerely,

James S.
 

意思是她们重新看了下我的订单,并没有发现她们发错货了。我买的东西是储奶袋,她找不到产品信息中,能够表明这个储奶袋是带冰包的。所以我买的就是不带冰包的,然后对给我造成的困扰抱歉。请注意,最下面的是客服的名字。
 

当时真想骂人,你眼睛不好使啊,看不到我的订单写着with cooler啊,鉴于英语水平有限,没法电话沟通,这时候,阑珊啊阑珊同学告诉我说,每个客服的解决问题方式不一样,可以再试试。
 

6.再发一遍邮件,都想好了,没有就没有冰包,反正打折买的,挺划算滴。将第二封邮件再次发到drugstore@drugstore.com
 

7.惊喜来啦!收到邮件:
 

In response to your email, it appears that the information listed on our site for this product was incorrect. We have since updated the site for the Lansinoh Breastmilk Storage Bags to reflect that there is no cooler. We apologize for any inconvenience this may have caused. 
As a token of our apologies I have issued an in store credit to your account in the amount of $10. Rest assured this credit will never expire and will be deducted from the subtotal of your very next order.
Sincerely,
Amber

 

意思就是他们网站的信息不正确,更正后的产品就是不带冰包的,致歉,然后补偿了我10刀,下次购物可以使用~

注意,这次的客服换人了呦~很可爱的客服,美帝喜欢感谢信不?需要的话,修书一封!哈哈!

吼吼吼吼!17.51刀买的,补偿了10刀~
 

总结了下:

1.DR家处理问题还是很快的,15日晚11点多发邮件,16日就有回复,基本上发了之后,回复很快的。

2.先在网页上反应问题,如果解决不了,联系Drugstore@drugstore.com

3.证据一定要充分,如果合理的话,总会能解决的。

4.客服处理问题方式不一样,一个不行再换另一个。(还有个问题,反应多了,下次购物会不会砍单啊?)

5.该是自己得到的,不要放弃啊!